We're launching a new SaaS application and need Amazon SES only for low-volume transactional messages such as account verification, login codes, and password resets. We won't send marketing campaigns, use purchased lists, or do bulk outreach. We requested an initial limit of only 1,000 emails per day and already have experience using SES across other customer accounts without any history of abuse. After answering detailed questions about our sending practices, AWS asked why we weren't using accounts where limits had already been approved. We explained that this is a new company with a separate organization and a dedicated production account. The request was then rejected without a specific explanation, citing undisclosed assessment criteria. Being stuck in the SES sandbox is now delaying the application launch. Has anyone successfully appealed a decision like this, or found an effective escalation path for a manual review?
3 Answers
SES access decisions can be stricter than approvals for many other cloud services because abused email accounts can damage deliverability and platform reputation. A new account with no sending history may therefore receive additional scrutiny, even with a small transactional workload. Unfortunately, the process is largely opaque, so a fallback provider and a carefully documented support escalation are usually the realistic options while waiting for approval.
If the launch depends on sending email immediately, using a specialized transactional email provider may be the most practical fallback. It can keep the launch on schedule while you continue working through the SES review, even if consolidating everything in AWS would be preferable for auditing and compliance.
Make sure the production-access request clearly documents the application, expected daily and peak volumes, signup and authentication flows, bounce and complaint handling, list hygiene, domain verification, and the exact safeguards used to prevent abuse. If the initial request was already detailed, submit a support case through the AWS Support Center and ask for the SES review team to reassess it. There may not be a guaranteed appeal, but that is the official escalation route.
We already provided those details and opened a support case, but no specific reason was given for the rejection. Our suspicion is that the account's newness is being treated as a risk factor, even though the company is intentionally using a separate organization and dedicated production environment.
That is our backup plan, but keeping the service within AWS would simplify compliance and operational auditing. SES is also specifically designed for transactional SaaS email, so the opaque approval process is the main problem rather than the use case itself.